Problem Resolution Specialist

Problem Resolution Specialist - Oklahoma City, OK - Monday - Friday 8:00AM-5:00PM

Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. Monitors client registered service failures and the timelessness and appropriateness of the functional groups' response. Interacts with functional groups to analyze chronic service failures and implement corrective actions.

Pay Range: $58,656+ per year
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

* Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
* Best-in-class well-being programs
* Annual, no-cost health assessment program Blueprint for Wellness
* healthyMINDS mental health program
* Vacation and Health/Flex Time
* 6 Holidays plus 1 "MyDay" off
* FinFit financial coaching and services
* 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
* Employee stock purchase plan
* Life and disability insurance, plus buy-up option
* Flexible Spending Accounts
* Annual incentive plans
* Matching gifts program
* Education assistance through MyQuest for Education
* Career advancement opportunities
* and so much more!

• Review Quest Lab's Client Problem Tracking module or other client problem reporting mechanism periodically throughout the day.
• Maintain a database of client registered service failures using an excel or Access spreadsheet. Reconcile the entries received through Quest Lab e-mail, Quest Lab Client Problem Tracking module or any other client problem reporting mechanisms.
• Review the timelessness of the functional group's response. Notify the functional group immediately if the turn around time goal is exceeded.
• Review the root cause description and appropriate of the functional group's corrective action. Notify the functional group if resolution is unclear, inadequate, inappropriate or if documentation is required.
• Contact clients to ensure that resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns. Circumstances may require a visit to the client's office.
• Analyze chronic service failures and interact with functional group to develop initiatives designed to improve service levels and prevent reoccurring defects.
• Coordinate the preparation of a daily, weekly or monthly report and/or bulletin board posting that includes the type/frequency of services failures and the implemented corrective actions.
• Present recent achievements, ongoing activities and business unit's performance to established goal(s) at monthly senior staff meetings and monthly management meetings.
• Revise the Standard Operation Procedure (SOP) as needed. Communicate changes to business unit personnel.
• Schedule and conduct initial training sessions for business unit personnel. Conduct follow-up or retraining sessions if necessary.
• Interact and provide direction to customer service representatives concerning the initiation of client concerns, the utilization of the Quest Lab Client Problem Tracking or other reporting process and appropriate client follow-up.
• Provide feedback to customer service representative's manager regarding their utilization of Quest Lab Client problem Tracking module or other client problem reporting mechanisms and the effectiveness of their client communication.
• Prepare and monitor requests for service (RFS) that improves the functionality and usefulness of the Quest Lab Client Problem Tracking module.
• Schedule, facilitate and record minutes of the weekly Customer Satisfaction Team meetings.
• Contact clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution progress or as requested by the business unit's senior staff.
• Ensure total compliance with all company policies and government regulations. Maintains required documentation.
• Manage other projects/responsibilities as assigned by director.

QUALIFICATIONS

Required Work Experience:

Minimum of four years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns.

Preferred Work Experience:

N/A

Physical and Mental Requirements:

N/A

Knowledge:

Four years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns.

Skills:

• Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to develop appropriate resolutions.
• Demonstrated effectiveness in conveying information both orally and in writing.
• PC and Quest Lab Skills.
• Experience with word processing, spreadsheet and database applications (MS Word, PowerPoint, Excel, Access). Key Word Search: customer service, problem resolution, problem solve, troubleshoot, monitor, coordinate, document.

EDUCATION
Bachelor's Degree(Required)

LICENSECERTIFICATIONS

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

2025-86647

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.